Customer Inspectors

At Helena we're always looking to improve what we do, and we can only do this by listening, talking, and acting on what you tell us.

If you are interested in posing as a real customer and testing the level of service you receive from Helena, becoming a customer inspector could be for you.

What is a customer inspector?

As a customer inspector we ask you to pose as a real customer and test how well we provide services. Because you have first-hand experience of the services we provide, we believe that you know best when it comes to improving them.

What's involved?

You might be asked to visit one of our offices, or we could ask you to telephone us with an enquiry. We'll give you training first and ask for your comments afterwards. We want to know how you found the experience, what level of service you received, and what could have been done better. We'll use your comments to improve our customer service.

How often will I be asked to take part?

We will run a number of inspections throughout the year and you can choose which ones you would like to take part in. You will be provided with any necessary equipment and can carry out the inspection at a time that best suits you.

Will I need training?

Yes. Training will be provided before each inspection.

What happens with the results of customer inspections?

The results will be reported to the Customer Excellence Panel and Helena's management Board. Recommendations made by the customer inspectors will be used by service managers to identify actions for improvement.

As a customer inspector you will receive regular updates as to how your recommendations have led to changes in the way Helena delivers services.

If you have any further questions, please contact Hannah Fitzhenry, Customer Insight Officer, on 01744 63 73 83.